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I. GENERAL INFORMATION
Role Profile
Job Level EL - Apprentice - Operations
Reporting To
Job Level 3 - Service Manager - Operations
Direct Reports
None
II. ROLE DESCRIPTION
Overall objective of the Role
To contribute and be part of the team responsible for the support and execution of payroll and/or data management/customer services activities, ensuring that output is accurate and on time. Your responsibilities may be focused on payroll and/or customer services and you will be flexible supporting either as or when required
Main Responsibilities
Delivery Key responsibilities:
- Where applicable support Payroll(s) so they are delivered as per the agreed processing calendar(s) and to the agreed KPIs
- Where applicable ensure Data Management is performed accurately and on time
- Ensure Tickets and Calls are responded within SLA timescales and to a high standard
- Follow Detailed Working Instructions (DWIs) and highlight any gaps/inconsistencies in the documentation
- Working knowledge of systems and tools to perform daily tasks
- Ability to recognize and deal appropriately with sensitive and confidential information
- Successful completion of all learning objectives
- All system issues/defects are reported correctly and tickets are logged with the necessary details and evidences so Application Services and/or Products can investigate
- Time Record bute to team meetings and raise any issues immediately to your Service Manager
- En ing to be completed accurately and on time
- NGA Security Standards are understood and adhered to
- Contrisure you are up to date with all NGA HR announcements
- Participates in projects as needed and assigned
Key Criteria to monitor performance
- Adherence to all Security and Compliance procedures
- 100% Attainment of customer SLA agreements
- Adherence to quality standards
- Demonstrate professionalism and act responsibly
NGA Core Competencies
- Be Accountable - Take advantage of the World of Opportunity and demonstrate personal responsibility and eagerness to explore & acquire the necessary skills. Be a key team player by collaborating and sharing knowledge to accomplish personal and team results.
- Solve Problems - Be a resourceful problem solver by proactively identifying problems or challenges in the workplace and put forward creative solutions to drive continuous improvement
- Take Ownership - Proactively seeks clarity of role, accomplishment of individual & team objectives and future personal career opportunities
- Be Client Centric - Actively responds to meeting the expectations and requirements of internal and external clients. Ensure a balanced approach between client requirements and NGA priorities
- Be Effective - Demonstrate knowledge of the NGA Way, our values and levers for success. Contribute and work to agreed global standards, utilize tools & technologies to act fast to achieve maximum personal productivity. Ensure work can be carried out in a repeatable, scalable way
IV. REQUIRED EXPERIENCE
Professional /
Job Experience
- Basic understanding of MS Office tools such as Excel, Word, and PowerPoint
- Flexibility to support a global and fast paced environment
- Attention to detail
- Excellent written and verbal skills
- Self-motivated and a willingness to learn
Academic Degree
Education and Training
- High School diploma or equivalent
Desired but not required:
- Experience in customer service or working with HR and payroll data
